Samit Ghosh on ' How creating a Great Workplace' has changed him - Mumbai, August 2012
My Story- How our Great Place to Work journey has changed me and what have I learnt. August 3rd, 2012 , Mumbai
My Professional Journey : Lessons Learnt & the Big Goal • International Banker: 1975 to 2004 - Period of Learning • Social Entrepreneur – ‘My Calling’: 2005 till date Goal : Build the Best Financial Services Organization for the Financially Excluded. Task as CEO : Build the Organizational Culture. Key Pillar for Organization recognized: ‘Best Place to Work’
The Start of the Journey: Citibank, 1975-1993 Proud to be a ‘Citibanker’ – Citibank truly a Great Place to Work Good: Work colleagues of highest caliber Development & Training Entrepreneurial – Not afraid to fail Evolved into a truly multinational organization Permanent change at the cutting edge Bad: Over competitive & ambitious Poor succession planning at the top
Middle of the Road: Standard Chartered, HDFC Bank & Bank Muscat : 1993-2004A mixed bag of experiences & lessons:• Hierarchical – Vestiges of colonial culture•Corrosively political•Lacked vision & stomach•Highly risk averse : Safe to follow the market leader & be SecondBest / Penalized failure
Ujjivan Financial Services Our Facts: 1.09 million+ customers spread in 20 states employees imbibe the 296 branches served through 3374 employees; whole mission of the People Intensive business organization Work conditions: Customer interactions are ‘person –to–person’ Work area - slums, one of the most difficult physical places Engagement is about : Pride in what we do : ‘building a better life’ Daily see the positive impact on customers Mission : Provide financial services to the economically active poor, to help alleviate poverty When I look at what I feel good about the we accomplish, I feel ways we contribute to a sense of pride: the society: Ujjivan 97%; Ujjivan 95%; India’s Best : 88% India’s Best : 88%
Over 63% ofImbibing the Mission field staff hire is through customer & Right Hire: employee referral program •Field Staff recruitment Customer & Employee Referral •Pre-recruitment exposure at branch mandatory for all managerial positions; Right Orientation: •Staff go through an Induction Program involves 4 days in the field; Living the mission: SDP coverage 192 branches •Employees run their Social Development Programs (SDPs) covered 71000 •Disaster Relief sponsored & undertaken by Staff & Ujjivan equally children & over 50,000 families
Ujjivan employees living the Mission Flood Fury in Bhagalpur, Bihar: 1200 Clients affected; Dec 2011 Cyclone Tamil Nadu: 3100 customers affected;
Building the Culture : Open, Equitable & Celebrate Employee & Customer Connect Program: •Field Staff Representatives Meetings : listen & resolve HR and business issues; •Branch /Customer visit for all employees & Experience/Knowledge sharing Intranet & Blog ESOP across Timely, Fair & Equitable Compensation across levels: ‘Driver to CEO’ 66% •Equitable & timely compensation even through crisis; of employees covered •ESOP at all levels Recognize & Celebrate Success & Outstanding Work
Building the Culture : Constant Change & Transparent Over 60,000 training man days; 22 days per employee Helping People with Change : •Constantly evolving & changing; •Emphasis on training •7‘O clock rule : work life balance GPTW : Management shows sincere interest in me as a person, not just as an employee : Ujjivan 88%; India’s Best 78% •Transparent organization: •Access to leadership i.e. Staff escalations on Performance Evaluation acted on; •Leadership Dipstick Survey –bottom-up feedback process; •Policies on all issues accessible to all employees.
Impact of GPTWEmployee Feedback: GPTW Survey Results employee feedback(in the absence of internal survey);Benchmarking: Helps us benchmark ourselves against BestPeople Practices across the IndustryWinning Helps: Consistently being in the top rung for 4 years &being among Top 25 in the country - big morale booster and addsto brand value of Ujjivan.
MFI Transparency Award 2010Microfinance Organisation of the Year 2011